I cancelled my mom's Verizon phone and TV nearly a month ago. Today, I called to see if they'd received the equipment I mailed back. The rep informed me that they had gotten the cable box and remote, but the router was missing. I told her that no one at Verizon had told me that a router was supposed to be returned; they only requested the cable box and remote.

At the end of a 25-minute phone call that mostly involved me explaining why I shouldn't have to pay $100 for a router I was never told I to return (and can no longer retrieve) and the service rep reiterating that the router needed to be returned or I'd be billed for it, I was begging - BEGGING - her to let me talk to her supervisor or anyone else who might be able to help me. The rep refused - several times - and said, "The supervisors here will only talk to people who have issues that can't be handled by service reps like me and even though you're not happy with the answer I've provided, it's the same answer you'll get from anyone else you talk to."

Well, guess what? That rep was wrong and if she'd let me speak to a supervisor, the supervisor might seen why there was confusion. After I got off the phone with the Verizon rep, I called another number and spoke a different Verizon person. It turns out my mom's account was part of a "bulk" account with her retirement community and the router was never supposed to be returned. Unbelievably frustrating!